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GE HealthCare PHILIPS MR Technical Support Engineer Mexico, Mexico City 934685731
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Responsibilities
Provide remote and on-site technical supportforPhilips MRproductsIntera, Achieva, Panorama, Ingeniaproduct families plusWorkstations.
Use successful, effectivefield experienceand knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support.
Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status.
Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner.
Utilize “Gameplan” tool to drive Service effectiveness. Contribute knowledge to the Problem Solution Database (PSDB).
Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required.
SupportMaterial and Purchased Service cost improvement initiatives for the modality.
Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support.
Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates.
Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. Serves as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum.
Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field.
Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise.
Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
Maintain and enhance modality knowledge, such as: Networking / Dicom / Insite / PACS / OS field service experience. Knowledge and experience using Siebel Customer Relationship Management (CRM) software and other remote tools as required.
Aware of and comply with the GE Healthcare (GEHC) Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
Complete all planned Quality & Compliance training within the defined deadlines.
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.
Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
Ensure timely service activity and record closure.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
High School Diploma/GED AND 8+ years of experience servicing mechanical and/or electrical equipment,ORAssociate’s or Bachelor’s degree in Electrical, Mechanical, or Biomedical Engineering, or related field AND 5 years of experience servicing mechanical and/or electrical equipmentOREquivalent military education to Associates or Bachelor’s degrees AND 5 years of experience servicing mechanical and/or electrical equipment.
Must have consistently performed as an FE II and/or an FE III, or the equivalent external to GEHC with a minimum of 5 years of diagnostic imaging experience with regards to the repair and maintenance ofPhilips MRsystems.
Ability to handle/resolve difficult technical issues with advanced knowledge in applicable systems.
Must have and maintain a valid Driver’s License.
Ability to travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).
Willingness to work rotating late shift coverage, scheduled On-Call, including weekends, for critical issues and coverage, as necessary.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
2 or 4 year degree in an Engineering discipline.
Experience interfacing with both internal team members and external customers as part of a solution-based service process.
Ability to stay calm in pressurized situations and coach people through solving problems.
Exceptional teamwork, verbal, and written communication skills.
Ability to extract applicable information during a troubleshooting process and use that information to help resolve issues remotely.
Demonstrated successful history of technical problem solving and resolution supportingPhilips MRequipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
Healthcare Imaging understanding to include: image quality/ HHS standards, post processing for DICOM, PACS and/or advanced computer networking.
Experience withPhilipsapplications, Web applications, and the Microsoft suite of products.
Strong customer service skills.
Highly motivated team player.
Prior project or technical leadership experience.
Training skills.
Networking certification, or related networking experience.
Basic financial analysisabilities.
Lean / Six Sigma Certified.
Ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.
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